Customer Success Operations Manager

Customer Success Operations Manager

Department: Customer Success

Location: Philippines

Reports To: Head of Customer Success

Overview

The Customer Success Operations Manager (CSOM) plays a critical role in driving client satisfaction, contract renewals, and revenue expansion across Asticom's diverse portfolio, including Engineering, BPO, IT Managed Services, and Staffing/Manpower projects. This leader ensures that all ongoing accounts are managed with excellence, project deliverables are consistently met, and Asticom strengthens its partnerships with key clients.

Key Responsibilities
1. Client Success & Project Retention

• Own the success, retention, and satisfaction of assigned accounts across Engineering, BPO, Staffing, and IT projects.
• Ensure renewals through proactive engagement, relationship-building, and continuous delivery excellence.
• Oversee governance processes including Monthly Business Reviews (MBRs), Quarterly Business Reviews (QBRs), and contract performance tracking.
• Drive CSAT processes per cluster and ensure client feedback translates into actionable improvements.
• Ensure that all delivery teams remain aligned with client expectations, SLAs, and service commitments.

2. Revenue Growth: Upsell & Cross-Sell

• Identify account expansion opportunities by understanding client business needs and aligning Asticom's portfolio of solutions.
• Work closely with the Customer Success Relationship Manager (CSRM) to develop tailored proposals for additional roles, services, or project streams.
• Analyze usage, performance, and trends to propose value-added services.
• Support the achievement of cluster revenue targets and contribute directly to the company's ₱5B total revenue goal.

3. Operational Excellence & Governance

• Maintain accurate dashboards, trackers, and reporting for client performance, billing, manpower movement, and contract health.
• Conduct periodic audits of project performance, staffing levels, and SLA compliance.
• Manage and resolve escalations quickly and professionally while ensuring root-cause analysis and long-term solutions.
• Coordinate with HR, Recruitment, Finance, Technical Delivery, and Operations to ensure seamless delivery.

4. Stakeholder Coordination

• Act as the voice of the client internally and the face of Asticom externally.

• Work cross-functionally with:

• HR & Recruitment for hiring, replacements, and onboarding.

• Finance for billing, collections support, and revenue forecasting.
• Delivery/Technical Teams for performance alignment.
• CS Relationship Managers for revenue-generating activities.
• Other Teams as needed, based on the process.

5. Strategic Planning & Continuous Improvement

• Create account plans per client to ensure strong governance, expansion strategy, and risk mitigation.
• Highlight risks early, propose corrective action plans, and prevent project attrition.
• Introduce process improvements, automation, and best practices for better delivery and client experience.
• Facilitate data-driven decision-making through reporting, dashboards, and client insights.

Qualifications & Requirements
Education & Experience

• Bachelor's degree in Business, Engineering, IT, or related field.

• 4–5 years of experience in:

• Customer Success

• Account Management
• Sales / Business Development
• Operations Management
• Strong background in upselling, cross-selling, renewals, and client retention.

• Experience managing complex enterprise accounts, preferably across:

• BPO / Shared Services

• IT Operations / Managed Services
• Engineering Services
• Staffing / Manpower Outsourcing

Skills & Competencies

• Excellent communication, client management, and presentation skills.
• Strong analytical and problem-solving capabilities.
• Proven ability to manage multiple accounts and projects in parallel.
• Revenue-driven mindset with the ability to spot, pitch, and close opportunities.
• Strong stakeholder management skills, both internal and external.
• Ability to navigate technical discussions with IT, engineering, and delivery teams (advantage).
• Proficiency in dashboards, reporting tools, and Microsoft Office/Google Suite.

Why Join Asticom?

• Be part of a high-performing Customer Success organization handling some of the largest corporate accounts in the Philippines.
• Opportunity to drive strategy and make direct impact on Asticom's multi-billion peso revenue goals.
• Work with diverse industries: Tech, Telecom, Engineering, BFSI, Retail, Utilities, Staffing, and more.
• Collaborative environment with strong support from HR, Delivery, Recruitment, and Leadership.

Qualifications & Requirements
Education & Experience

• Bachelor's degree in Business, Engineering, IT, or related field.

• 4–5 years of experience in:

• Customer Success

• Account Management
• Sales / Business Development
• Operations Management
• Strong background in upselling, cross-selling, renewals, and client retention.

• Experience managing complex enterprise accounts, preferably across:

• BPO / Shared Services

• IT Operations / Managed Services
• Engineering Services
• Staffing / Manpower Outsourcing

Skills & Competencies

• Excellent communication, client management, and presentation skills.
• Strong analytical and problem-solving capabilities.
• Proven ability to manage multiple accounts and projects in parallel.
• Revenue-driven mindset with the ability to spot, pitch, and close opportunities.
• Strong stakeholder management skills, both internal and external.
• Ability to navigate technical discussions with IT, engineering, and delivery teams (advantage).
• Proficiency in dashboards, reporting tools, and Microsoft Office/Google Suite.

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